Your support organization does more than just fix problems. Sometimes you need to train end-users on correct usage. As a support function, training can help reduce call volume and improve end-user productivity.
With Bomgar's presentation feature you can perform one-on-one training, give one-to-many demonstrations and offer in-depth remote support from one solution, even from the same interface.
A presentation-only interface gives you a simple, intuitive way to conduct remote IT training. Simply select either full screen sharing or application sharing, then start your training session.
No download is required to join a Bomgar presentation. A Flash-based attendee client lets attendees join and view an online meeting in their browser.
If the remote computer does not have Flash installed, Bomgar defaults to a fallback process requiring the attendee to download and run a small executable file.
This installs the Bomgar Customer Client and enables the screen sharing connection.
Attendees can join a Bomgar presentation from iPad, iPhone or Android device using the Bomgar Presentation mobile app. The same methods you have made available to attendees on desktop clients can be used on Android or iOS. During a presentation, attendees can zoom and pan, chat with the presenter and other attendees, and toggle or lock the toolbar.
During an online presentation, a sidebar appears to help you collaborate with attendees.
The Invitation section lets you name your presentation and add audio conference details. Audio conference details are retained from one presentation to the next and are logged in the Chat transcript.
The invitation section also includes the presentation's Access Key and URL. This information is included in the email invitation you send to attendees. And while presentations can be private, you can also display a list of presentations on your support portal.
The Attendees section lists all the attendees who have joined your presentation. You can share control of your mouse and keyboard with an attendee. If you've just performed a demonstration of a software application or user interface, shared computer control is a good way to verify an attendee's level of understanding.
Also, you can manually remove attendees from your presentation at any time.
During a presentation, attendees can chat privately with the presenter or chat with everyone attending the IT training session.
Chat is also available with other Bomgar session types. So whether you're co-browsing a website, screen sharing with full remote control access or troubleshooting an iPad, BlackBerry or Android device, you can chat with customers.
Enhance your training sessions with screen annotations that let you draw and write on the remote screen.
Tools available include free-hand drawing, rectangle and eclipse shapes, erase, undo, delete, color (red/black/white) and line thickness (thin/medium/thick).
Starting an online presentation is easy with Bomgar. The process to present your screen immediately is very similar to starting a remote support session.
Just name your presentation and send an email invitation to attendees. You can also schedule a presentation for the future and display it on your support portal.
As with other customer-facing elements of Bomgar, you can customize the attendee email invitation templates for online presentations.
If your support portal includes more than one language, you can configure invitation emails in each language applied to your support portal.
You can also choose to display an attendee agreement that must be accepted or a greeting prior to joining a presentation.
Bomgar records a detailed session report of every presentation conducted by your reps. Reports include a full chat transcript, session duration and more.
You can even enable session recording of presentations for future training or knowledge base articles. If presentation recording is enabled, reports run on presentations will also include a Flash video of the presentation.
Most online meeting tools are licensed by attendee volume and add costs to your already-limited budget. These products also offer no easy way to either alternate from support to training or escalate from training to support.
Bomgar’s presentation feature is included in the core product and based on concurrent licensing. That means every support representative can be given the option to give presentations and training sessions without adding to your maintenance costs.
Customers and support reps can limit screen sharing and remote control to specific applications.